UC Support Engineer

Responsibilities

• Provide technical support and incident resolution for UC systems, including Teams Operator Connect, Teams Direct Routing, and SIP/VOIP platforms.
• Implement, configure, and maintain UC infrastructure components such as SBCs (Ribbon, Audio Codes), contact centres, and call recording solutions.
• Troubleshoot and diagnose hardware and software issues within UC environments, escalating complex problems as necessary.
• Conduct routine system health checks, performance monitoring, and apply updates or patches to maintain optimal operation.
• Document technical procedures, solutions, and configurations for knowledge sharing and compliance purposes.
• Collaborate with other IT and support teams to ensure seamless integration and operation of UC services.
• Assist in provisioning users, managing access controls, and supporting moves/adds/changes requests on UC platforms.
• Participate in projects related to UC system upgrades, migrations, and new feature deployments.
• Maintain security standards and ensure compliance with organisational policies and industry best practices.

• Demonstrated proficiency in Unified Communications technologies, including Teams Direct Routing, Skype for Business Server 2015/2019, SIP/VOIP, and legacy PBX systems (Avaya, Mitel, CCM).
• Experience with SBCs (Ribbon, Audio Codes), contact centre solutions (Anywhere
  365), and call recording platforms (Verint).
• Strong troubleshooting skills across UC environments, including network, voice, and application layers.
• Working knowledge of supporting technologies such as Azure Infrastructure, Active Directory, Group Policy, virtualization, PKI, and networking.
• Ability to interpret logs, analyze performance metrics, and apply diagnostic tools to resolve technical issues.
• Effective written and oral communication skills for documenting issues and collaborating with stakeholders.
• Resilience under pressure and commitment to delivering excellent customer service.
• Fast learner with the ability to assimilate new information and technologies quickly.
• Experience in Power Platform and Dynamics 365.
• Certifications:
  
  Ribbon Edge Support (desirable), Audio Codes ACA/ACP (desirable), MS-700, MS-720 (desirable), Anywhere
  365 Partner Training (desirable), CCNA (desirable), ITIL V4 Foundation (required if not previously achieved).

Proficient in Unified Communications technologies, including Teams Direct Routing and SIP/VOIP, with strong troubleshooting skills across network, voice, and application layers. Experienced in maintaining UC infrastructure components and ensuring compliance with security standards and organisational policies.